Support/Live Chat/Engineering Plan

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This document is geared towards the developers and designers for this project (present and future)

Summary

Top Level Architecture

Security

What authentication / authorization concerns are there for the various user stories?

Browser support

is there an existing browser support spec for mozilla projects?

Performance Expectations

Fast response time, able to handle 30+ chatrooms with 50+ total people

How do we load test in a repeatable fashion?

Milestones

0.1.0

Goal:

Implement minimal feature set to demonstrate proof of concept and spot technical and UX issues.

Features:

  • Supports generic chat features that are expected from a chat client
    • Roster to show logged in users, plus users in each chatroom
    • Flexible notifications for invitations (new chat request alerts with an accept/cancel response and have a countdown timer)
    • Tab-based interface for chats, with a flexible sidebar for showing status information
    • hyperling of URLs in messages
  • Primary User Stories
    • Live Chat helper workflow
    • Firefox user workflow
    • Room monitor/admin workflow
  • Features For Helper
    • Canned responses sorted by category %%sam Global canned or per user (or both) %%
    • Inviting both individuals and entire workgroups into chatrooms
    • Viewing archived logs
    • Viewing "more details" on each chat (user-agent, installed plugins,

0.2.0

Goal

Implement the minimum set of features required for a release candidate

Features

  • Ability to recover from browser crashes and accidental tab closings
  • Formatting for messages (buttons for b, em, etc)
  • Visual tab indicators so that helpers can quickly identify chats that need immediate action (color coded tabs in PRD)
  • Audio indicators for helpers and users
  • Integration with SUMO/Kitsune search, for quickly finding and linking KB articles without going to another window
  • Integrated "follow up in the forum" button to send the user to create a new forum thread that is linked to the chat.
    • We are already doing this with the SUMO forum, but it needs to be re-implemented to support Kitsune and be more user-friendly.
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